MTN Unresolved refund for agent error

<p>Dear MTN</p> <p> </p> <p>In light of the below I have now been referred to a services center. ( please find attached) I feel as though I have again been shifted <br /> Sent: Wednesday 31 August 2016 9:21 AM<br /> To: ********** ********** ********** ********** /> Subject: MTN ********** </p> <p> </p> <p>Dear MTN</p> <p>This particular inquiry was initially sent on the 21st June 2016 to the MTN call center admin team via email. It is now the 31st August and it is not resolved (2 months later) and the error occurred on the 19th May 2016. The below information is what I have asked for and have not had a response, maybe you can assist with the query as I have been shifted from pillar to post.</p> <p>I have attached the details of the previous communication and engagement<br />I am still waiting for the following from the MTN service center’s</p> <p>A call from the agent and or their supervisor in acknowledgement of the error ( a call can be pulled for the error for the 19th May I don’t need to inform you)<br />Information of the governing body (ombudsman/ CPA) ( yourselves. I eventually did a google search) I have asked for this twice. <br />Refund for the 500 minutes charge that was done and not the 500megs of data. <br />It is appalling to me that I have been with MTN for 11+ years and this is how I am being treated, frustrated and made to feel that I have made a mistake and that I owe MTN. <br />History:</p> <p>Client( Jolene) called on the 19th may and requested for 500 data. The agent processed 500 minutes. I called the next day and asked why the data was not processed and the subsequent agent advised me that it was not processes, but failed to tell me that there was minutes processed. Unawares of the error I asked for 500megs of data. When I received my bill at the end of the billing month I noticed the overcharge and the 500minutes being charged to my data contact. I have then emailed the admin team and asked them to reverse, which they did but did not refund. I am very confused that you would acknowledge an error and reverse all the unused minutes but then not refund me the cost of the minutes.</p> <p>As per the emails and request and as you will be able to see from you’re the MTN admin team reversed the 500 minutes but did not refund the charge: after going back and forth and being told that the cc needs to log the inquiry , which is ludicrous and time wasting procedure. I asked for the names of the consultants so that I could call and speak to their manager and again this question was looked over and as per the email communication was told to call 808.</p> <p>10 August: after I logged the inquiry telephonically the feedback I got was</p> <p> “Please note that with reference to Action manager notes, no refund promised to customer. If any refund to be passed for a service incorrectly loaded by an agent. Query is then to be referred to agent supervisor for assistance.”</p> <p> So even though I called in as I was asked to do I still receive push back- that I made the error and not MTN<br />22 August: I asked for the details of the governing body (ombudsman/ CPA) who handles possible theft from a company as yourselves? - the response see attached was We apologize for the delayed response. Kindly be advised we can be able assist throw email by stating your query should we have a need for further assistance due to the nurture of your query we will escalate your query to the correct department for further investigations.</p> <p>2nd request sent by self was, as below- and I have yet received the details:</p> <p>Please clarify the name of the agent and the agents supervisor, that initially made the error and the 2nd agency that I had spoken to that did not inform me that the error was made 10 minutes post my first call. If you would like me to escalate via your call center, then please provide me with the information. This call was made in May 2016 so I am perplexed how you expect me to know who I spoke to. What is the recall if the above 2x mentioned agents no longer work for MTN. As I have escalated already through calling 808 and I have not had a sufficient response and correction to an error that MTN has made and not me! 2ndly, I would like the supervisor of the admin team to give me a call. I need the name and the contact details. If they are too busy to call, please let me know a time in their diary and I will call at that time.</p> <p>23rd Aug: I logged a call with the call center and asked for the consultant that loaded in the minutes incorrectly to give me a call with her Team leader- this has not been done.</p> <p>26th Aug: called back and I was advised that the inquiry was not sent to the agent and or the team leader --- so I am totally confused</p> <p>26th August: Agent told me her would log another the inquiry for the incorrect minutes to be refunded ---- today 31srt august I am still waiting for a call and for the refund.</p> <p>Feedback from MTN admin team:</p> <p>Kindly be advised that according to the reference number REQ: ********** Please note that no refund promised to customer. If any refund to be passed for a service incorrectly loaded by an agent. Query is then to be referred to agent supervisor for assistance. Kindly be advised to contact 808 and request to speak to the agents supervisor who loaded the service incorrectly provided with the call reference number dated: 10 August 2016</p> <p>Kindly be advised that the 500 minutes were removed from your account, however there is no refund due or approved regarding your account. My question, why would you revere and not refund</p> <p>Initial request sent of the 21st June</p> <p>- Please can you let me know why there is a charge for a R500 anytime minutes bundle on a data contract</p> <p> Please will you reverse this ASAP.</p> <p> If you are unwilling to, please pull the call that was made to request for Data 500mb of data- it was not loaded and I called the very next day and asked the consultant why it was not loaded. She could not answer the question. She proceeded to load the 500mb of data as requested. Without telling me about the 500minutes that were loaded???</p> <p> Secondly, I had asked her to lodge a complaint against the previous consultant for “work not done” and from what I have noted it has not been done.</p> <p> Thirdly, this is a data contract why would I buy minutes?!@</p> <p> Please reverse ASAP and confirm that this has been done. I am very displeased</p> <p>Jolene Harrison-Hopley</p> <p> ********** </p> <p> </p>